RETURN POLICY

RETURNS AND REFUNDS POLICY

All of our made-to-order products are custom manufactured specifically for the client.

Due to the bespoke nature of these products:

  • orders cannot be cancelled, refunded, exchanged, or changed once production has commenced or the order has been submitted to our suppliers;

  • change-of-mind returns are not accepted.

Clients are responsible for carefully reviewing all selections, sizing, crops, spelling, layouts, and approvals prior to confirming their order.

Faulty, Damaged, or Incorrect Products

Nothing in this policy excludes your rights under the Australian Consumer Law.

If a product arrives faulty, damaged, or materially different from what was ordered, please contact us within 7 days of receiving the product with photographic evidence.

Where required under Australian Consumer Law, we will:

  • repair the item;

  • replace the item; or

  • provide a refund.

The studio may require the product to be returned before processing a remedy.

Off-the-Shelf Retail Products

Certain retail products sold by the studio may be eligible for exchange or return where:

  • the item is unused;

  • in original packaging;

  • in resalable condition; and

  • returned within 14 days of purchase.

Return postage costs are the responsibility of the customer unless the item is faulty.

For hygiene and safety reasons, some items may not be eligible for return.

Digital Products & Digital Image Files

Due to the immediate and irrevocable nature of digital delivery:

  • digital image files;

  • downloadable products;

  • presets;

  • guides;

  • templates; and

  • educational digital resources

are non-refundable once delivered or accessed, except where required by Australian Consumer Law.

Clients are responsible for maintaining backup copies of purchased digital files.

Mentoring, Workshops & Educational Services

The studio offers 1:1 mentoring, coaching, educational sessions, workshops, group classes, and training services.

Due to limited availability and preparation requirements:

  • all mentoring and workshop bookings are non-refundable;

  • transfers to another date may be offered at the studio’s discretion;

  • no refunds are provided for non-attendance.

If the studio cancels an educational session, participants will be offered either:

  • a transfer to a future session; or

  • a full refund of monies paid.

The studio does not guarantee specific business, financial, artistic, or commercial outcomes from mentoring or educational services.

Gift Vouchers

Gift vouchers:

  • are non-refundable;

  • are not redeemable for cash;

  • may not be exchanged for cash or credit;

  • may be transferable at the studio’s discretion;

  • must be used before the expiry date stated on the voucher.

Unused balances are not redeemable for cash.

PAYMENT TERMS

Photography Orders

A non-refundable deposit may be required at the time of booking or ordering. You will be sent a full terms and conditions document at the time of your initial inquiry.

Unless otherwise agreed in writing:

  • all orders must be paid in full prior to collection, delivery, or release of products and digital files;

  • no products or digital files will be delivered until full payment has cleared.

Payment Plans

Where a payment plan is approved:

  • a minimum deposit of 10% is required before the plan commences;

  • products will not enter production until the agreed minimum payment threshold has been reached;

  • completed products will not be released until the balance has been paid in full.

Failure to maintain agreed payment arrangements may result in suspension of the order or cancellation of the payment plan.

Delivery & Production Timeframes

Estimated production and delivery times vary depending on the product type and supplier schedules.

Typical estimated production times are:

  • All custom/bespoke products: approximately 4–8 weeks

  • Digital image delivery: generally within 1–3 weeks after final selection and payment

Production times are estimates only and may vary due to supplier delays, shipping delays, public holidays, peak periods, or events outside the studio’s control.

The studio is not liable for delays caused by third-party suppliers or freight providers.

Collections & Storage

Clients will be notified when orders are ready for collection.

Orders not collected within 60 days may incur storage fees.

The studio reserves the right to dispose of uncollected products after 6 months where reasonable attempts have been made to contact the client.

Limitation of Liability

To the maximum extent permitted by law, the studio’s liability for any claim relating to products or services is limited to the amount paid by the client for the relevant product or service.

The studio is not responsible for:

  • indirect or consequential loss;

  • loss of income or business opportunity;

  • emotional distress;

  • dissatisfaction arising from subjective artistic preference;

  • circumstances outside the studio’s reasonable control.

Clients acknowledge that photography is an inherently subjective and creative service, and artistic style and interpretation remain at the discretion of the photographer.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.

Contact

For all enquiries relating to orders, returns, refunds, or delivery, please contact:

Jennifer Taylor
jennifer@vividity.com.au
0419 696 923

vividity
768 Pacific Highway, Gordon, NSW.